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WO-01305681 ↗ ServiceMax

MIDMARK • Repair • P4

📍 McLaughlin Dermatology — 16 Hospital Circle, Ste B, Batesville AR, 72501

Sep 23, 2025 → Oct 6, 2025

✅ Completed
P4
SLA Clock
4 business days from creation · Target: Sep 29, 2025
✗ SLA Missed (5 biz days late)
Active: 9 biz days
Paused: 1 biz days
Budget: 4 biz days
🕐 Clock stopped: Completed (Oct 7, 2025)
SLA Target
▶ Clock Running
Status: Created
Sep 23 → Sep 23, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Ready for Scheduling
Sep 23 → Sep 23, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Assigned
Sep 23 → Sep 23, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
⏸1d
⏸ Clock Paused
Status: Awaiting Parts - Customer
Sep 23 → Sep 24, 2025
1 business day (not counted)
2d
▶ Clock Running
Status: Ready for Scheduling
Sep 24 → Sep 26, 2025
2 business days (counted)
Running total: 2 of 4 biz days used
6d
▶ Clock Running
Status: Scheduled
Sep 26 → Oct 6, 2025
6 business days (counted)
Running total: 8 of 4 biz days used
▶ Clock Running
Status: Tech On Site
Oct 6 → Oct 7, 2025
1 business day (counted)
Running total: 9 of 4 biz days used
Created: Sep 23, 2025 Completed: Oct 7, 2025
Business Days Used 9 / 4
0 4d budget +5d over
Show SLA Clock Detail (7 periods)
Period Status Clock Biz Days Running Total
Sep 23 → Sep 23 Created ▶ Running 0 0 / 4
Sep 23 → Sep 23 Ready for Scheduling ▶ Running 0 0 / 4
Sep 23 → Sep 23 Assigned ▶ Running 0 0 / 4
Sep 23 → Sep 24 Awaiting Parts - Customer ⏸ Paused 1 —
Sep 24 → Sep 26 Ready for Scheduling ▶ Running 2 2 / 4
Sep 26 → Oct 6 Scheduled ▶ Running 6 8 / 4
Oct 6 → Oct 7 Tech On Site ▶ Running 1 9 / 4
Dispatch 0.0d
Material Management 2.0d
Coordinators 9.8d
Field Work 1.0d
Billing 0.0d
✗ SLA Missed
Dispatch
0.0 days
Material Management
2.0 days
Coordinators
9.8 days
Over SLA
Field Work
1.0 days
Over SLA
Billing
0.0 days
Created: Sep 23, 2025 Due: Oct 1, 2025 Completed: Oct 7, 2025 (5 days late)
📅
10.0 days Total Age
⏱️
6.9d in Scheduled Longest Stage
🔄
9 transitions Status Changes
⚠️
7.7d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
6 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00529469
Midmark Service Request Dispatch Authorization - WO-00107140
Closed
Zone 2 WD Low water error ADDITIONAL NOTES Hours: 8-4:30. For assistance, troubleshooting, or parts identification, contact Medical Tech Service at 844-856-1230. Thank you! Ship Exchanged Open 728036 002-10107-00 1.00000
Priority
Standard
Origin
Email
Reason
New Case
Contact
Jennifer McLaughlin
Owner
Sherry Reich
Created
Sep 22, 2025
Work Orders from this Case (1)
WO-01305681 (current) Invoiced
Repair • Christopher Carroll
Created: Sep 23, 2025 • Closed: Oct 6, 2025
Completed with minor delays
Invoiced • 162 days old
🚨
Primary Delay 6.9 days stuck in "Scheduled"
⏱️
Total Delay 7.7 business days over SLA thresholds

SLA vs Actual Time by Status

Actual (within SLA)
Actual (over SLA)
SLA Target
Entered
0.0d / 0.5d SLA
Ready for Scheduling
2.9d / 1.0d SLA
Awaiting Parts - Customer
2.0d
Scheduled
6.9d / 2.0d SLA
Tech On Site
1.0d / 1.0d SLA
Completed
0.0d / 1.0d SLA
Closed
2.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

10-6 CC Much time on hold with support


09/26

CC

Spoke with site ((Jessie) Parts arrived mid day Friday. Unit will not be available until 10-6.

Arranged for visit on 10-6



09/24/2025 SRobinson- Due date updated to match tracking. No ETA. 1ZE444250375793994

9/23

CC spoke with Jessie on site

they will call tech when parts come in


9/23/25 SReich - Sending an email due to the time difference.

🔧 Work Performed
Technician Findings upon arrival: Unit will stop cycle with level issue when level is correct What caused the issue: Sensor Actions Taken/Work Performed: Took much time to gain access to old sensor. Got access & installed part. Put unit back together. Unit still has level issue. Called support, after hour on hold, spoke w/Bryan. After tests & reviewing with support & staff, support believes the fill of water needs to be changed & detergent. Filled unit as support directed, unit performs true. Final Resolution: Unit performs true , Returned unit to service
🔍 Technician Findings
Technician Findings upon arrival: Unit will stop cycle with level issue when level is correct What caused the issue: Sensor Actions Taken/Work Performed: Took much time to gain access to old sensor. Got access & installed part. Put unit back together. Unit still has level issue. Called support, after hour on hold, spoke w/Bryan. After tests & reviewing with support & staff, support believes the fill of water needs to be changed & detergent. Filled unit as support directed, unit performs true. Final Resolution: Unit performs true , Returned unit to service
⚠️ Problem Description
Zone 2 WD Low water error ADDITIONAL NOTES Hours: 8-4:30. For assistance, troubleshooting, or parts identification, contact Medical Tech Service at 844-856-1230. Thank you! Ship Exchanged Open 728036 002-10107-00 1.00000
📄 Description
Midmark QuickClean (Series) Ultrasonic Cleaner (QC1-01, QC3-01)

Timeline

📞
Case Linked Sep 22, 5:45 PM
Case Number: 00529469
Subject: Midmark Service Request Dispatch Authorization - WO-00107140
Status: Closed
📋
▶
2 Work Order Created Sep 23, 8:26 AM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Sherry Reich
From: Entered
To: Ready for Scheduling
Duration in Previous: 2m
👷
▶
2 Technician Assigned Sep 23, 9:22 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Rhea Berry
From: Ready for Scheduling, Assigned
To: Assigned, Awaiting Parts - Customer
Duration in Previous: 53m, 0m
⏳ 2.0 business days
📅
Status: Ready for Scheduling by Shelby Robinson Sep 24, 1:45 PM
From: Awaiting Parts - Customer
To: Ready for Scheduling
Duration in Previous: 1d 4h
⏳ 3.0 business days
🗓️
▶
2 Status: Scheduled Sep 26, 12:51 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Christopher Carroll
Scheduled For: 2025-10-06T13:00:00.000+0000
⚠️ 7.0 business days
📅
Dispatch Scheduled by Christopher Carroll Oct 6, 9:10 AM
Scheduled For: 2025-10-06T14:30:00.000+0000
🔧
Status: Tech On Site by Christopher Carroll Oct 6, 11:16 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 9d 22h
✔️
▶
2 Status: Completed Oct 6, 8:02 PM
Status: Completed → Expenses Added
💵
Expenses Added
Type: Expenses
Status: Open
Qty: 1
⏱️
5x Labor Added Oct 6, 8:09 PM
Type: Labor, Travel
Status: Open
Qty: 2.25, 4.75, 122
🏁
Status: Closed by Christopher Carroll Oct 6, 8:16 PM
From: Completed
To: Closed
Duration in Previous: 13m
⏳ 2.5 business days
📄
▶
2 Status: Ready to Bill Oct 8, 2:23 PM
Status: Ready to Bill → Status: Invoiced
💰
Status: Invoiced by Nancy Suarez
From: Invoice Pending
To: Invoiced
Duration in Previous: 2m
⏳ 3.0 business days
🧾
Invoice Created Oct 13, 7:57 AM
Invoice Number: SM-243177

Bottlenecks

Ready for Scheduling
Duration: 2.8 business days (threshold: 1.0 business days)
Exceeded by 1.8 business days
Scheduled
Duration: 6.9 business days (threshold: 2.0 business days)
Exceeded by 4.9 business days
Tech On Site
Duration: 1.0 business days (threshold: 1.0 business days)
Exceeded by 0.0 business hours
Closed
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days

🔗 Related Artifacts

📞
Case 00529469
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Repair
Branch
N/A
Technician
Christopher Carroll
Scheduled
Oct 6, 10:30 AM
Created
Sep 23, 8:26 AM
Invoice #
SM-243177

Work Details (6)

Name Type Status Qty Amount Date
WL-02961417 Expenses Open 1 $0.00 Oct 6, 8:03 PM
WL-02961427 Labor Open 2.25 $0.00 Oct 6, 8:09 PM
WL-02961428 Labor Open 4.75 $522.50 Oct 6, 8:09 PM
WL-02961429 Labor Open 2.25 $0.00 Oct 6, 8:09 PM
WL-02961430 Travel Open 122 $230.00 Oct 6, 8:09 PM
WL-02961431 Travel Open 122 $0.00 Oct 6, 8:09 PM

Details